The Challenge
Dominion Prime Response
Cathy Nesbit, Social Media Specialist at Harry Robinson Buick GMC, explains the challenges of the business. When the company decided to use Dominion Prime Response, they already had a reputation management provider, but they were not happy with it. It was described as being very one-dimensional. Harry Robinson Buick GMC had the opportunity to use Dominion Prime Response, a comprehensive Reputation and Social Media Management platform that lets automotive dealerships monitor their online reputation and interact with customers. The reputation management platform tracks, influences, and engages with customers via review and social media sites with the patent-pending process for automotive reputation management. “We had the opportunity to use Prime Response through the GM program; and, already having Dominion Dealer Specialties for inventory, I wanted to give it a try. My Dominion rep is a reliable resource and I trusted the product would be everything he said it would be.”
The Solution
Prime Response, Dominion Dealer Solutions’ Reputation and Social Media Management platform, allows automotive dealers to reach their goals in terms of getting online reviews on more sites. With the rising use of Edmunds and Google, Buick GMC’s goals were to have reviews on sites of their potential customers. Customer reviews bring in more customers. Nesbit emphasizes that “When people are able to easily find reviews about us, it helps them make a decision about whether they would allow us to earn their business. The more eyes on our reviews, the more opportunities we have to earn more customers.”
The platform also allows Buick GMC to take feedback from online reviews and enhance their operations by having the ability to tweak processes and create better experiences for existing customers. With Dominion Prime Response, automotive dealerships are able to receive automated email whenever someone leaves a review or fills out a survey. “We have both our sales and service people informing customers about surveys and online reviews. We want to encourage them to fill out the surveys and leave the reviews as this helps out our dealership.” “I also enjoy having a dedicated Prime Specialist. She is always there to assist me anytime I need help.”
The Results
Harry Robinson Buick GMC increased its online rating to 4.9 out of 5 stars and has collected over 300 internal surveys after a few months since implementing Dominion Prime Response. Buick GMC dealership has been able to expand where the reviews are being shared, which contributes to bringing in more customers. Nesbit states that, “The Summary page allows me to see exactly how many reviews we have at any given time and on which sites”.
Nesbit expresses her satisfaction with the reputation management software, “There are so many pieces working together to help make Prime Response what it is. It does so much more than just generate reviews. I use the Social Dashboard to keep an eye on overall engagement. I am able to see our SERPs and grab screenshots of those results,” states Nesbit. “All those pieces add value to the product that I wasn’t able to get with other vendors. Knowledge is power, and the access to knowledge with Dominion Prime Response is vast.”
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